Who This Is For / When to Use
Use this when your business relies on calls and you want visibility into call volume, duration, first-time calls, and performance by user.
What Are Call Tracking Widgets
Call Tracking widgets display call-related metrics collected through Kyrios calling, including:
Incoming and outgoing call counts
Call duration (total and average)
Call performance by user (call attendee)
First-time call activity
These widgets help improve call handling efficiency, staffing decisions, and sales or support performance.
Step 1: Create a Call Tracking Dashboard
Create a New Dashboard
Navigate to Dashboards from the main menu.
Click Add Dashboard.
Choose a dashboard source:
Create a Blank Dashboard
From Template Library
Clone Existing Dashboard
Enter a dashboard name (for example, Call Dashboard).
Choose whether the dashboard is Private or visible to other users in the account.
Click Confirm.
Step 2: Enter Edit Mode
Open the dashboard.
Click the pencil icon to enable edit mode.
Step 3: Add a Call Tracking Widget
Click Add Widget in the top-right corner.
In the Add New Widget panel, stay on the Widgets tab.
Scroll to the Calls category.
Step 4: Select Call Widgets
Choose one or more call widgets depending on what you want to track.
Incoming and Outgoing Call Status
Incoming calls by status: Groups incoming calls by status.
Outgoing calls by status: Groups outgoing calls by status.
Call Duration Widgets
Incoming calls total duration
Outgoing calls total duration
Incoming calls average call duration
Outgoing calls average call duration
These widgets help identify call load and efficiency.
Call Attendee Metrics
Total calls placed by call attendee
Incoming calls average duration by call attendee
Outgoing calls average duration by call attendee
Use these widgets to evaluate individual user performance.
First-Time Call Metrics
First time call by status
First time call average duration
First time call average duration by call attendee
First time call total duration
These widgets focus on first-time incoming calls only.
Step 5: Configure Widget Settings
After selecting a widget, configure available options such as:
Date range
Sorting order
Number of entries
Chart type (number, line, bar, donut, horizontal bar)
Supported Date Ranges
You can select predefined or custom ranges, including:
Today, Yesterday, Tomorrow
This Week, Last Week, Next Week
Last 7 Days
This Month, Last Month, Next Month
Quarters and Years
Custom date ranges
Step 6: Save the Widget
Review the widget configuration.
Click Save Changes.
Resize or reposition the widget as needed.
Practical Use Cases
Monitor Call Performance
Track call volume and duration to identify peak call times and bottlenecks in call handling.
Analyze Call Trends
Use different date ranges and chart types to observe changes in call behavior over time.
Improve Team Performance
Compare call metrics by call attendee to support coaching, training, and performance reviews.
Common Issues and Fixes
Call widgets show no data
Ensure:
Calling is enabled in the account
Calls exist in the selected date range
The correct widget type is selected (incoming vs outgoing)
Missing call widgets
Verify that calling features are active and that you are viewing the Calls widget category.
FAQs
How do I access dashboards?
Navigate to Dashboards from the main menu.
What should I name my call dashboard?
Use a descriptive name like Call Dashboard or Sales Calls Dashboard.
How do I set dashboard privacy?
During dashboard creation, toggle the Private Dashboard option to limit visibility.
How do I add call widgets?
Enter edit mode, click Add Widget, and select widgets from the Calls category.
What call widgets are available?
Widgets include call status, call duration, call attendee metrics, and first-time call metrics.
How do I know if my average call duration is good?
It depends on your goal. Shorter calls often indicate faster support resolution, while longer calls may indicate stronger sales conversations. Compare against previous periods for context.